Local governments across the UK are under increasing pressure. With shrinking budgets and rising demands for public services, councils are turning to artificial intelligence (AI) to help them meet these challenges head-on. County councils have seen their workforces reduced by 33% since 2012, yet local authorities today face increasing demand. Artificial intelligence (AI) is changing how local governments work, making services more efficient and accurate.
Chatbots are becoming more common in local government services across the UK and Ireland. In 2024, 15% of councils offered a chatbot service, making it easier for residents to get quick answers. Compared to the previous year, there was a notable growth in chatbot usage. With 14 more councils adding them into their websites.
How AI is Improving Public Services
Local councils are using AI chatbots and virtual assistants to answer residents’ questions instantly. These tools help reduce wait times and make services easier to access. AI-powered content creation also helps councils share information in different languages and create easy-to-read documents.
AI can personalise services by analysing data and helping officials make better decisions. From handling council tax queries to processing housing applications faster, AI is making local government services more user-friendly.
Dorset Council is using AI-powered acoustic monitoring to improve care in local care homes. The technology, funded by the Digitising Social Care Programme, helps staff monitor residents at night without disturbing them.
Sensors detect unusual sounds or movements, sending alerts if someone needs help. This means faster response times and fewer unnecessary night-time checks. The system also collects valuable insights to assist staff in planning more effective care. With privacy and consent at its core, this project shows how AI can make public services smarter and more supportive.
Using AI to Predict and Plan Ahead
AI is helping councils take a proactive approach to public services, spotting problems early and preventing bigger issues. A great example of this is Hertfordshire County Council’s use of AI in road maintenance. In partnership with Robotiz3d and the University of Liverpool, they’ve developed an AI-powered robot that can detect and repair cracks before they turn into potholes.
Since most potholes start as tiny cracks, catching them early can save councils time and money while keeping roads in better condition. The robot scans the road, and identifies defects with accuracy so they can be fixed immediately. Early trials have been hugely successful, showing just how effective AI can be in maintaining infrastructure.
By using AI to predict and prevent road damage, Hertfordshire is leading the way in smarter, more efficient maintenance. This kind of forward-thinking approach not only improves safety but also helps stretch budgets further.
Examples of AI in Local Government
Councils across the UK are already using AI in innovative ways:
- Chatbots in contact centres answer common questions, reducing the need for phone calls and in-person visits.
- AI assistants support social care and housing workers, helping them manage cases and offer better advice.
- Image recognition tools help councils detect and clean up fly-tipping and littering more efficiently.
- AI-enabled sensors in adult social care detect falls and alert caregivers in real-time.
- Generative AI tools translate documents and create easy-read materials for residents who need simpler language.
- Predictive analytics can help councils prevent problems like homelessness and improve public safety.
- Cybersecurity AI protects government networks from cyber threats.
Local councils are finding AI very useful. More than three quarters (77%) are using it for administration, which helps speed up everyday tasks. Seven out of ten (70%) councils are using AI in adult social care, making it easier to spot when extra help is needed.
In children’s services and road maintenance, half of the councils (54%) are using AI to improve their work. These numbers show that AI is becoming a trusted tool in local government, helping to make services faster and more efficient.
AI’s Impact on Workforce and Safety
While AI tools are improving service delivery, they also have significant implications for the workforce and public safety. AI is changing government jobs by automating repetitive tasks, allowing workers to focus on more important duties. However, some people worry that AI could replace jobs. While some roles may change, AI also creates new opportunities in areas like digital service development.
For example, Swindon Borough Council’s AI-powered tool, “Simply Readable,” automates the creation of accessible “Easy-Read” documents for residents with learning disabilities. This AI solution saves time and resources, allowing social workers to focus on providing direct support instead of spending time on manual document creation. It also highlights how AI can improve services and promote social inclusion, creating positive impacts without replacing jobs.
AI is also playing a role in safety. Transport for West Midlands (TfWM) partnered with VivaCity to use AI-enabled sensors to detect near-miss road collisions. This technology allows road safety teams to proactively identify dangerous hotspots and implement preventative measures, reducing the risk of fatalities and injuries.
AI is not perfect—mistakes can happen, and data privacy is always a concern. Governments must use AI carefully, ensuring it helps employees rather than replacing them.
Making Sure AI is Fair and Safe
As AI becomes more common, councils must ensure that it is used fairly and responsibly. AI decisions should be transparent and free from bias, so testing and monitoring AI systems is important.
One major concern is that AI can sometimes be unfair if it learns from biased data. Local authorities must use diverse datasets and check AI decisions to ensure fair treatment for all residents. Keeping personal data safe is also critical, so strong cybersecurity measures must be in place.
The UK’s Strategy for AI Leadership
The UK government wants to become a global leader in AI. Through investments in AI research and new regulations, the country aims to boost its economy and improve public services.
The government is supporting AI infrastructure projects to drive innovation. By building AI Growth Zones and training workers in AI skills and encouraging responsible AI development. The deadline for industry, regional and local authorities to send and expression of interest closed on February 28th.
Why AI Governance Matters
Good AI governance ensures that AI is used ethically, fairly, and safely. Councils must follow clear rules to protect residents’ data and prevent biased decision-making.
Public consultations and government policies are shaping how AI is used in local services. As AI technology evolves, these rules must adapt to keep up with new challenges and opportunities.
Success Stories of AI in Local Government
Many councils have already seen positive results from AI:
- Hertfordshire County Council are using AI to identify potholes using Robotiz3d’s ARRES Eye.
- Swindon Borough Council – deploying a solution to cut their translation services by 99.6 per cent.
- Warwickshire Council’s ‘Access to Food‘ project aimed at giving citizens access to healthy food. Warwickshire council worked on a proof-of-concept, in-house. With promising results on limited hardware, the council concluded there was room to improve. Learn how we built a local cost effective LLM server.
- Emergency services also benefit. AI helps first responders with communication, disaster management and can predict areas most effected by natural disasters. Improving public safety and saving lives.
These examples show how AI is making real improvements to public services across the UK.
Conclusion
AI tools are transforming local government by making services more efficient, improving communication, and helping officials make better decisions. From predictive analytics to AI-powered chatbots, these innovations are helping councils work smarter and serve their communities better.
As AI continues to develop, local authorities must use it responsibly, ensuring fairness and transparency. With the right approach, AI can create smarter, more inclusive public services, helping councils build stronger communities for the future.
